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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!
JOB SUMMARY:
The Manager, Innovation, Events and Customer Experience will partner with the Director of Piercing and Innovation to identify and measure new business opportunities, including time & action planning, process development, and ROI measurement. This includes weekly reporting and review of the business, including attachment/basket analysis, event/promotion results, and new business performance.
MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:
Marketing & Events
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Coordinate with marketing on calendar of events, proofs assets for content and clarity, recaps performance
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Proof all marketing assets for content and clarity
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Measure performance of promos and events, identify scalability, perform COEs as needed, and provide feedback/guidance on future planning
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Oversee coordination of events, ensuring cross-functional teams have adequate information to address needs (e.g. labor hours, supplies, inventory needs/projections, etc.)
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Coordinate with Manager of Training and Development to ensure marketing events capture services available by location/market
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Reviews marketing assets to verify content aligns with services/products offered
Merchandising
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Stay up to date on strategies, new rollouts, etc., and measure impact to Services in order to identify opportunities for growth
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Regularly attend line reviews to ensure product selection aligns with standards & development needs
eCommerce
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Partner with eCommerce Site Merchants on optimized SEO and copy/content to maximize search and conversion
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Partner on CX/UX enhancement projects that impact P&I
Customer Experience
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Escalates concerns regarding quality and credibility of piercing experience in-store and partners with Operations, Communications, and Business Development to create COE as needed
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Regularly reviews customer complaints, online reviews, etc., for opportunities for improvement in Services
Planning & Finance
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Act as liaison to identify trends and opportunities that may impact inventory or financial needs
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Assist in creation of business plans and validating scope of all new development and rollouts
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Assist in cost/benefits analyses to measure ROI and validate profitability of scale
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Establish and maintain proper escalation procedures between Field and MPI on inventory challenges or outages
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Review basket analysis and provide feedback on demand forecasting adjustments based on Services availability
Operations
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Oversee all new business rollouts to Stores and eCommerce to ensure proper execution (including new store setups)
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Create COEs as needed and coordinate with Communications on all Field Communication
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Partner with RDs on Project Status, and solicit/address feedback as needed
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Management of all relevant SOPs/job aids, playbooks, and communications
Misc.
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Oversee all other tasks as needed to ensure effective project rollouts
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Attend trade shows as relevant to trend and business development
POSITION QUALIFICATIONS:
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Good Business Acumen
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Strategy Development
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Acute understanding of Project Management
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Process Development
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Effective Cross-Functional Collaboration
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Time Management and Delegation
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Ability to make sound judgement calls in a fast-paced environment
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Excellent Communication Skills
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Ability to Lead through Influence
BENEFITS & PERKS:
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Competitive healthcare, dental & vision insurance
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401(k) matching after one year of employment
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Generous time off + company holidays
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Merchandise discount
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Learning & Development programs
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Much more!